TechValidate Research on SurveyMonkey CX

These pages present data that TechValidate has sourced via direct research with verified customers and users of SurveyMonkey CX. TechValidate stands behind the authenticity of all published data. Learn more »



212 Customers Surveyed

1,643 Data Points Collected

102 Published TechFacts

11 Published Charts

10 Published Case Studies



Selected Research Highlights


SurveyMonkey CX Customer Research

How are you using SurveyMonkey CX at your organization?

How are you using SurveyMonkey CX at your organization?

Send relational NPS surveys to understand customer health
50%
Send transactional NPS surveys after specific touchpoints and interactions
50%
Easily share insights throughout your organization
49%
Easily get key customer insights with powerful filtering
46%
Close the feedback loop with customers at scale
31%

SurveyMonkey CX Case Study

Cintas Corporation

Introduction

This case study of Cintas Corporation is based on a May 2018 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“Customer feedback has been a great resource and easy to use.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select SurveyMonkey CX:

  • Purchased SurveyMonkey CX to solve the following challenges:
    • Spending excessive time on manual work deploying surveys
    • Difficulties analyzing customer satisfaction / NPS data to get meaningful business insights
    • Not being able to see a unified view of customer-level and account-level satisfaction
    • An inability to make the data available to the teams that need it
    • Difficulties managing customer follow-up
    • Poor survey experiences for their customers
  • Chose SurveyMonkey CX over competitors for the following reasons:
    • Ease of use
    • Analytics and data visualizations that surface insights
    • Automated surveys
    • Ability to assign responses to colleagues and follow up with customers
    • Great survey experience for our customers

Use Case

The key features and functionalities of SurveyMonkey CX that the surveyed company uses:

  • Reports that SurveyMonkey CX is essential to their customer experience strategy.

Results

The surveyed company achieved the following results with SurveyMonkey CX:

  • Agrees that their CX programs are more effective as a result of using SurveyMonkey CX.
  • Agrees that they are able to get important insights about their customers faster after using SurveyMonkey CX.
  • Reports that they can take action (respond to customers, make business decisions) in weeks vs. months since using SurveyMonkey CX.
  • Attributes the increase in their NPS since implementing SurveyMonkey CX to the following:
    • They are monitoring NPS trends over time.
    • They are sharing results with their team.
  • Reports that their response rate was never measured until implementing SurveyMonkey CX.
  • Reports that their team saves time (between setup, data collection, and analysis) by using SurveyMonkey CX.

SurveyMonkey CX Case Study

Micromeritics Instrument Corp.

Introduction

This case study of Micromeritics Instrument Corp. is based on an April 2019 survey of SurveyMonkey CX customers by TechValidate, a 3rd-party research service.

“CX gives my organization the critical insights we need to confidently take action and improve our customer experience.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select SurveyMonkey CX:

  • Challenges experienced before using SurveyMonkey CX:
    • A lack of understanding about their customers
    • The manual and time-consuming process of running NPS surveys
    • Analyzing customer feedback
    • Distributing and sharing insights within the organization

Use Case

The key features and functionalities of SurveyMonkey CX that the surveyed company uses:

  • Using SurveyMonkey CX to accomplish the following:
    • Send relational NPS surveys to understand customer health
    • Easily get key customer insights with powerful filtering
    • To easily share insights throughout their organization

Results

The surveyed company achieved the following results with SurveyMonkey CX:

  • Agreed that SurveyMonkey CX helps them to:
    • Establish a reliable metric to measure customer experience over time
    • Reduce time to insights with robust analytics
    • Deliver or exceed the experience customers expect
  • Agreed with the following:
    • SurveyMonkey CX is easy to use and get up and running
    • SurveyMonkey CX gets you feedback from more of your customers
    • SurveyMonkey CX helps you uncover key customer experience insights quickly
    • SurveyMonkey CX provides you the data and insights to make a strong business case
    • SurveyMonkey CX’s customer success team provides guidance and expertise to set you up for success
  • Has seen an increase in their response rates since they began using SurveyMonkey CX.
  • When it comes to responding to customers, making business decisions, etc., using SurveyMonkey CX, they can take action in weeks vs. months.
  • Why they chose SurveyMonkey CX over other solutions evaluated:
    • For the ease of use
    • Because it integrates with their system of record
    • For the speed to get up and running
    • For the robust analytics and data visualizations
    • For the automated surveys

SurveyMonkey CX Customer Research

What are the top challenges you faced before using SurveyMonkey CX?

Analyzing customer feedback
64%
Taking action on customer feedback
46%
Distributing and sharing insights within the organization
41%
The manual and time-consuming process of running NPS surveys
36%
A lack of understanding about your customers
31%

SurveyMonkey CX Customer Testimonial

With the way SurveyMonkey CX reports are made with the drill down into countries, our ability to go back to customers has increased.

Jan Preuss, Head of Aftermarket Execution Northern & Eastern Europe, SPXFLOW

SurveyMonkey CX Customer Statistic

43% of surveyed organizations chose SurveyMonkey CX over competitors because of its analytics and data visualizations that surface insights.

43%


More to Explore



About SurveyMonkey CX

SurveyMonkey CX is a turn-key NPS solution with powerful features designed to collect, understand, and act on your customer feedback.

SurveyMonkey CX Website   SurveyMonkey Website